Remove Customer centricity Remove Customer emotions Remove Customer Experience Remove Study
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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. According to the study, “the cumulative return of a $100 investment in the ACSI fund from April 2000 to April 2012 was $490, a gain of 390 percent.

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What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] How is this applicable to Customer Experience?

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Why Customer Experience Research Has Morphed: Focus on Change from Cognitive and Rational to Emotional and Relationship-Driven

Beyond Philosophy

Even when looking at product and service features that appear strictly rational, there is an emotional underpinning. In other words, emotions are driving these importance and performance ratings; and their impact on customer experience perception needs to be understood. have an emotional base that must be considered.

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Three Things that Drive Me Mad At Restaurants

Beyond Philosophy

I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! As I often tell my audiences, I am blessed and cursed. So I shouldn’t complain.

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The One MUST-HAVE Every Customer Facing Employee Needs

Beyond Philosophy

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K.

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How to Get People to Do What You Want

Beyond Philosophy

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Several studies conclude that positive reinforcement is the best way to encourage better behavior. Study #1: Punitive Consequences Encourage Deception.

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5 Golden Rules for Customer-Centric Copywriting Your Support Reps Should Use

ProProfs Blog

Heck, even Steve Jobs listened to his customers and asked his employees to “begin with the customer experience and work backward to the technology”. To make your business work, you need to create connections with customers and demonstrate you understand their concerns and help to resolve them. Educate your Customers.